Reporting? Don't Lose Your RAG

In this summit you'll hear a lot discussed about what should be measured to understand customer satisfaction and demonstrate value to the business. But which metrics and reports can help service desk managers...well...manage? We'll look at what some of the research says should be measured, find out what some actual managers think is really useful, and then look at how we can borrow from other disciplines to develop just two really useful reports for workload management.

About the speaker:

Lynne is a passionate customer service professional with over 20 years experience working in service and support environments. Currently working as an independant trainer/consultant, with a focus on practical and cost effective solutions to improve operations, her focus is always on putting people first and helping them excell at what they do. Whether it's delivering courses for organisations such as the Service Desk Institute and The Knowledge Academy, helping clients implement call management systems or identifying how operations can be streamlined for effectiveness, Lynne brings a unique blend of training and industry experience that is sought after by clients around the world.

Active within the Service Desk Institute for many years, Lynne has been a speaker and panelist at SDI’s Focus Events and the Annual Conference, the Service Desk and IT Support Show, and has been a judge of the SDI Service Desk Excellence Awards .In 2011 Lynne was invited to join the SDI Standards Committee to overhaul the Service Desk Analyst and Service Desk Manager standards. She now serves as auditor, invigilator and examiner for the SDI professional accreditations.

Speaker: Ramesh Subramaniam
Micro-focus Project and Portfolio Management (PPM) Logging Tips and Tricks: Learn how to get the most out of your logging.conf, discuss logger names per the Micro Focus PPM functional domain and see how creating separate nodes will increase performance.

Speaker: Ricardo Garza
AI FIRST Project Management: How we Augment Project and Portfolio Managers with Micro Focus PPM and Artificial Intelligence: Right now, there is a lot of hype around Artificial Intelligence and Machine Learning; these technologies are going to profoundly disrupt every industry and make most applications SMART in the next 5 years. We have built AI aides around our PPM implementation in order to augment our Project and Portfolio Managers as well as Project Team Members. These tools help them to be more productive and have consistent results. We will Demo some of these features live, and discuss implementation challenges and future work.

There is a lot of guidance in the IT service management world about designing a proper Metrics
and Measurements Framework; yet without a timely and effective Reporting Framework to sort
this data, convert it to information, and present it in the right format at the right time to the
people that need to know in order to make better decisions and take action, a metrics and
measurements framework will be of little practical use.

In this presentation, Paul will discuss why and how an effective Reporting Framework is essential
to converting metrics into usable information that enables knowledge and improved decision making.

Additionally, we will consider:
• Why reporting should operate at three levels – strategic, tactical and operational
• Four key elements to focus your reporting around
• Why subjective results are just as critical as objective measurements
• How “visible reporting” can drive people performance at all stages of the life-cycle
• Which processes rely heavily on an effective reporting framework
• Common reporting pitfalls, and how to avoid them

Paul will conclude with 10 keys to designing and deploying a high-performance ITSM Reporting
Framework.

Attendees will walk away with an understanding of why a well-designed highly automated
Reporting Framework that utilizes a “balanced approach”, effective graphics, clear targets, real-time
as well as periodic reporting, along with analysis and actionable recommendations, is
essential for IT service management to be effective in delivering quality services, as well as
reporting the value of such services to all stakeholders.

Web Site Monitoring using SiteScope the WebScript Monitor Tool and a LoadRunner Script

Web Site Monitoring using SiteScope the WebScript Monitor Tool and a LoadRunner Script: Join us for this presentation of the power of a SiteScope Webscript to monitor your websites in a production environment to provide real time checking on a website including interactions ( login, screen validation, etc). Learn how this will also generate alerts to the OPS team when something is wrong.

Surviving OMW to OMi Migration: The customer with a well-developed OMW-based monitoring solution was faced with a challenge to migrate to OMi10 due to OMW obsolescence. Their old monitoring system was deeply integrated, highly customized and exposed to the outside world (their partners and customers) on a 24/7 basis. Migration challenges included:

This Vivit SIG Talk session will feature speakers who will share their vast knowledge and experience on SiteScope and OMi. Vivit is excited to present this informative SIG Talk on these important topics.

Shown below is an outline of the agenda and topics:

Speaker: Nels Hoenig
Web Site Monitoring using SiteScope the WebScript Monitor Tool and a LoadRunner Script: Join us for this presentation of the power of a SiteScope Webscript to monitor your websites in a production environment to provide real time checking on a website including interactions ( login, screen validation, etc). Learn how this will also generate alerts to the OPS team when something is wrong.

Speaker: Bogdan Vosnjak
Surviving OMW to OMi Migration: The customer with a well-developed OMW-based monitoring solution was faced with a challenge to migrate to OMi10 due to OMW obsolescence. Their old monitoring system was deeply integrated, highly customized and exposed to the outside world (their partners and customers) on a 24/7 basis. Migration challenges included:

This is a very practical webinar that will include the need for metrics and the pitfalls to be avoided in the use of measurements and metrics. This will explain some of the methods and techniques used to produce measurements and metrics and will include some examples of both their successful use and unsuccessful use.

This webinar will be invaluable to anyone involved in the planning, production or interpretation of measurement and metric reports.

“Running IT as a business” is a popular thing to say, but what does it really mean to IT organizations? What are the critical things that IT organizations must do in order to run as a business? How is this different than what IT organizations are doing today?

In this session, Doug Tedder discusses the seven things IT organizations must do to run IT as a business.

Cloud…outsourcing…Platform as a Service…all of these could make IT irrelevant, so how do you prevent this? By providing value every day and by running IT as a Business. Great catch-phrase, but what does it mean? In a nutshell: knowing the services IT is providing, what they cost to operate and whether they provide value, and by staying on the cutting edge of technology even with todays fast pace of change, so that the business you support remains competitive. This webinar addresses the basic building blocks you need to run like a business: defining services and offerings, layering in financial management and charge-backs/show-backs so you understand the costs of these offerings and how to pull it all together in a way that helps you run as a business does, even if it’s only on paper.

Rob Akershoek, Solutions Architect at Shell and part of the IT4IT Forum, discuss the challenges and opportunities of running IT as a business. Running IT as a business is more than finances and cutting cost – it’s about IT quality.

The demands of current business of technology mean that IT professionals must develop a broad set of skills and competencies. These include a broad variety of capabilities for communications, personal interaction and good business skills. With more potential automation the scope for human interaction is reduced and this also means that actual interactions between people must be excellent.

IT organisations must similarly ensure that they are operating with clear business priorities and capabilities – perhaps not running as a business (unless of course they are a business) but certainly using business skills and techniques.

This session looks at the new IT professional and IT organisation and how it needs to work more using business skills.

Today, simply meeting the service commitments of the business consistently may no longer be considered enough.

Your business customers will over time have an expectation of increasing ‘value’ from their investment in the IT services you provide.

Continual Service Improvement (CSI) provides an opportunity to exploit the insight, knowledge and skills of your people to identify and drive improvements to your IT services that add value to the customer and begin to positively influence their perception of getting value for money from their IT service provider.

However, there is no value in CSI if the improvements provided are not focused on what your customer considers important to them. Equally, if the CSI improvements are not communicated to your customer and explained in a way that demonstrates tangible business value then this is a missed opportunity to demonstrate value and enhance customer satisfaction.

In this session, we explore the essential ‘CSI Building Blocks’ required to ensure that CSI becomes a core capability for the IT service provider to demonstrate value for money from the IT services provided to their customers.

This session will provide learning and guidance on:-
The importance of demonstrating value to ensure commercial success….and the challenge for the IT Service Provider
Understanding the concepts & characteristics of ‘value ‘
Understanding how CSI can provide ‘Value Add’ and positively influence customer perception of value for money
The essential ‘Building Blocks ‘ to enable CSI as an approach demonstrate the value provided from the IT Service providers people and capabilities

The ‘CSI Building Blocks’ include the need to apply ‘Outside In’ thinking to your ITSM strategy, understanding the importance of purpose and contribution in motivating your people to drive CSI in the workplace, the importance of business measures to convey business value and the importance of a ‘target and tailor’ approach to customer communications.

Continual Service Improvements and minimizing the impact of Major Incident Management are critical to keeping your business running smoothly and out of the nightly news headlines.

This webinar, presented by ITSM process expert Ryan Schmierer and IT Service Management technology expert Mike Bombard will explore the role technology capabilities and process improvement can play to improve outcomes.

Ryan and Mike will discuss lessons learned from a major healthcare company case study and the challenges this company faced in managing major incidents. They will provide 5 things you can do today to improve major incident management and will discuss how by leveraging capabilities from discovery and infrastructure visualization tools will help your staff gain the insights they need to resolve issues quickly and continually make better-informed decisions.

It is increasingly accepted that an organization will deliver better services by agilely improving in a continual, incremental way. Our continual improvement maturity model, based on case studies of multiple organizations, provides a framework for addressing the issues specific to each team, for motivating team members and for providing management with an objective assessment of the progress being made by the organization.

Robert S. Falkowitz, General Manager of Concentric Circle Consulting, has over thirty years experience in information technology and service management. His focus over the past 15 years has been in coaching and training on the use of technology to manage services and the optimization of basic work practices, such as flow, using lean and kanban methods.

For Citizens Bank, major difficulties were encountered not just in implementing software itself, but in creating a sustainable and successful Service Asset and Configuration Management (SACM) practice. Come and learn 3 key areas to focus on to create and sustain a successful SACM process in order to:

- Provide robust reporting for audit and regulations
- Promote and maintain confidence in the quality of CMS data
- Provide ITSM users with the information they need, when they need it

Join us for the next upcoming SIG Talk on Tuesday, May 17, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1089263&group=.

This Vivit SIG Talk session will feature 2 speakers who will share their vast knowledge and experience on SACM Practice and Micro Focus Operations Bridge. Vivit is excited to present this informative SIG Talk on these important topics.
Shown below is an outline of the agenda and topics:

Speaker: Bill Curran
Areas of Focus to Create a Successful SACM Practice: For Citizens Bank, major difficulties were encountered not just in implementing software itself, but in creating a sustainable and successful Service Asset and Configuration Management (SACM) practice. Come and learn 3 key areas to focus on to create and sustain a successful SACM process in order to:
- Provide robust reporting for audit and regulations
- Promote and maintain confidence in the quality of CMS data
- Provide ITSM users with the information they need, when they
need it

Speaker: Kulvinder Singh
Leading The Intelligent Operations with Micro Focus Operations Bridge (OpsBridge): The management of IT Operations in a dynamic and highly scalable MSP environment can be difficult. With the right partner and strong expertise, you can be helped to lead in the “New”. Join Kulvinder Singh from Accenture as he discusses the deployment of OpsBridge as standard within their MSP Platform. Learn the objectives, scope, methodology, and results of their deployment, as Accenture continues to scale and mature this capability with the increasing number of their clients.

Join us for the next upcoming SIG Talk on Tuesday, May 17, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1089263&group=.

If you work in IT Service Management, you need to hear what James Finister has to say about monitoring and metrics tools and best practices.

James will answer questions about:
Why metrics and monitoring is so important
The opportunities they provide
What data to track so that you know the truth about the health of your IT service
How to monitor metrics to drive business value
Which data patterns are good - and which are bad

Audience members are encouraged to send questions to the expert, which will be answered during the live session.

Integrating your Micro Focus tools with other SDLC tools can bridge gaps and facilitate far better communication paths than emails and excel sheets alone. Sure, it would be great to have everyone under the same umbrella, but that’s not always the reality we live in. So why not allow other teams to work on the same Micro Focus ALM Requirement, Test, or Defect from their own SDLC tool? I’ll show you how you can set up a basic Defect synchronization between Micro Focus ALM and Atlassian JIRA for example in as little as 5 minutes using a product from Micro Focus partner Tasktop called Tasktop Hub.

Join us for the next upcoming SIG Talk on Tuesday, May 8, 2018: http://www.vivit-worldwide.org/events/EventDetails.aspx?id=1089251&group=.

IT service management forms the backbone of any forward looking IT infrastructure. Whether it’s the latest trends, techniques or strategies, the content in this channel will help you optimize your organization's IT operations.